Computer implemented methods and apparatus for feed-based case management

Patent metadata

Field	Value
Publication number	US-10572467-B2
Application number	US-201715428530-A
Country	US
Kind code	B2
Filing date	Feb 9, 2017
Priority date	Aug 25, 2011
Publication date	Feb 25, 2020
Grant date	Feb 25, 2020

Abstract

Techniques for providing feed-based case management on an online social network. A user interface that includes a publisher and an information feed is provided. Information associated with a record is received and the record is updated in a database system. A feed item associated with the database system update is generated and provided in the information feed. The feed item includes one or more actionable selections providing a reference to the publisher. Selection of one of the one or more actionable selections causes the publisher to be operable to receive further information associated with the record. The record is capable of being updated based on the further information. In some implementations, the record is a case and the user interface serves as a single interface for all interactions required in solving the case.

First claim

What is claimed is:

1. A system for displaying a case feed to a user of an enterprise social networking system implemented in a computing environment, the system comprising:
a processor and a memory storing instructions configurable to cause:
displaying a user interface at a display device, the user interface comprising:
a publisher,
the case feed comprising a plurality of case activities, and
a notes widget;

processing first information provided via the notes widget, the first information associated with a record stored or configured to be stored in a database associated with the enterprise social networking system;
responsive to processing the first information:
updating the record with the first information, and
generating a new case activity associated with the first information, the new case activity comprising one or more actionable selections;

displaying the new case activity in the case feed; and
responsive to selection of the one or more actionable selections, controlling the publisher to be operable to receive second information in one or more fields of the publisher.

2. The system of claim 1 , the instructions further configurable to cause:
populating the one or more fields with contact information associated with an existing customer; and
displaying a recent case activity associated with the existing customer in the case feed.

3. The system of claim 2 , the instructions further configurable to cause:
determining that the existing customer is associated with an entitlement, the entitlement representing a level of support for the existing customer.

4. The system of claim 3 , the instructions further configurable to cause:
responsive to selection of a further actionable selection, controlling the publisher to be operable to publish third information via an entitlement channel, the entitlement channel specifying one or more support channels by which the existing customer can communicate with a representative of an organization.

5. The system of claim 4 , wherein the support channels comprise one or more of: a phone channel, an email channel, a web channel, an instant messaging channel, or a social network feed channel.

6. The system of claim 1 , wherein the publisher is configured to publish the second information to a default channel.

7. The system of claim 1 , the instructions further configurable to cause:
processing data associated with a case identified by one or more objects stored in the database, the case being one of a plurality of customer records, the processed data identifiable by one or more data objects in the database as one or more tasks to be associated with the case.

8. The system of claim 1 , wherein the one or more actionable selections comprise one or more of: add a phone call, add a task, add a status, add a post, or add an activity.

9. The system of claim 1 , wherein a case information pane comprising detailed case information is displayed proximate with the publisher, the case feed, and the notes widget.

10. A method comprising:
causing display of a user interface at a display device, the user interface comprising:
a publisher,
a case feed comprising a plurality of case activities, and
a notes widget;

processing first information provided via the notes widget, the first information associated with a record stored or configured to be stored in a database associated with an enterprise social networking system;
responsive to processing the first information:
updating the record with the first information, and
generating a new case activity associated with the first information, the new case activity comprising one or more actionable selections;

causing display of the new case activity in the case feed; and
responsive to selection of the one or more actionable selections, controlling the publisher to be operable to receive second information in one or more fields of the publisher.

11. The method of claim 10 , further comprising:
populating the one or more fields with contact information associated with an existing customer; and
causing display of a recent case activity associated with the existing customer in the case feed.

12. The method of claim 11 , the method further comprising:
determining that the existing customer is associated with an entitlement, the entitlement representing a level of support for the existing customer.

13. The method of claim 12 , the method further comprising:
responsive to selection of a further actionable selection, controlling the publisher to be operable to publish third information via an entitlement channel, the entitlement channel specifying one or more support channels by which the existing customer can communicate with a representative of an organization.

14. The method of claim 13 , wherein the support channels comprise one or more of: a phone channel, an email channel, a web channel, an instant messaging channel, or a social network feed channel.

15. The method of claim 10 , wherein the publisher is configured to publish the second information to a default channel.

16. The method of claim 10 , the method further comprising:
processing data associated with a case identified by one or more objects stored in the database, the case being one of a plurality of customer records, the processed data identifiable by one or more data objects in the database as one or more tasks to be associated with the case.

17. The method of claim 10 , wherein the one or more actionable selections comprise one or more of: add a phone call, add a task, add a status, add a post, or add an activity.

18. A computer program product comprising computer-readable program code to be executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code comprising instructions configurable to cause:
displaying a user interface at a display device, the user interface comprising:
a publisher,
a case feed comprising a plurality of case activities, and
a notes widget;

processing first information provided via the notes widget, the first information associated with a record stored or configured to be stored in a database associated with an enterprise social networking system;
responsive to processing the first information:
updating the record with the first information, and
generating a new case activity associated with the first information, the new case activity comprising one or more actionable selections;

displaying the new case activity in the case feed; and
responsive to selection of the one or more actionable selections, controlling the publisher to be operable to receive second information in one or more fields of the publisher.

19. The computer program product of claim 18 , the instructions further configurable to cause:
populating the one or more fields with contact information associated with an existing customer; and
displaying a recent case activity associated with the existing customer in the case feed.

20. The computer program product of claim 19 , the instructions further configurable to cause:
determining that the existing customer is associated with an entitlement, the entitlement representing a level of support for the existing customer; and
responsive to selection of a further actionable selection, controlling the publisher to be operable to publish third information via an entitlement channel, the entitlement channel specifying one or more support channels by which the existing customer can communicate with a representative of an organization, where

Assignees

• Salesforce Com Inc

Inventors

• Beechuk Scott D
• Kjellberg Orjan N
• Robinson Larry P G
• Ramsey Michael
• Krishnan Arvind
• Khubchandani Jyoti
• Lin Jill Blue
• Al-Alami Mustafa O
• Ellis Jason Aaron
• Myers Christopher A
• Phan Vahn K
• Gulabrani Chitra

Classifications

• G06Q30/016

  After-sales · CPC title

• G06F16/9535

  Search customisation based on user profiles and personalisation · CPC title

• G06Q10/06

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• G06F3/04842

  Selection of displayed objects or displayed text elements (G06F3/0482 takes precedence) · CPC title

• G06F3/0482

  Interaction with lists of selectable items, e.g. menus · CPC title